ServiceTitan Software

Way to much for a small company

Pros

We liked the features but for a small company to use it way to much. I think that you shouldn't have to train that hard to use a soft ware. Great product if you can get through the training.

Cons

the training and how the software flowed.

Overall functionality is really good. Just need to spend too much time updating prices and learnin.

The ease to be able to set up estimates and send invoices. Also ways to track sales and services. The follow up is cool too

Pros

How the business is incorporated to it and it makes everything a bit easier to communicate with customers and employees. Still have a lot to learn.

Cons

How the pricing takes extremely too long to update with our price book. Seems like it can take months.

Great for flat rate

Pros

Love the integration with phone lines, great messaging board with technicians, great marketing tracking

Cons

Not good for time and materials billing, multi day jobs require a new job each day and an invoice for each

Everything on One Screen

Pros

I really like the modern look and all the features Service Titan has to offer. It is easy to use, and I like using the app. I've taught some of my coworkers how to use the software, and they were able to pick it up fairly quickly. It's nice having everything on one screen and not to have to flip back and forth.

Cons

There seems to be a bunch of updates. Right when I get used to one set up, it changes! I guess it's for the better, I just wish the changes had better transitions sometimes

Terrible business killer

This should be a free app

Cons

All bad. Will ruin your business after you drain countless hours and money into it and lose half your customers because they hate it and work through all their stupid changes and updates and then talk to people they want you to tell me how to fix their product like going to McDonald’s without a menu and then they ask you what do you want

The software is very very busy and after almost a year in July we are still trying to figure it out.

Pros

I like that you can put jobs on hold, so if we're waiting on parts the ticket doesn't get lost. It's nice to be able to call through service titan so there's accountability with what was said and when the customer was called.

Cons

It's very busy and very confusing. There's a lot of clicks to get to something simple, like trying to get a P.O. number established for a vendor.

Great software for our usage.

Pros

There is no learning curve for Service Titan, it's easy to use from the beginning, being able to maintain a sizable database.

Cons

There were some bugs and inconvenience early on , but fix were quick and the overall experience is very good.

Great product for our service company, adaptable to all service lines

Easy to use, multiple users possible, no on-site data storage so there is security in that

Pros

No on-site storage of data, can access from any device, multiple user capable, somewhat intuitive interface

Cons

The cost is a bit high, but a necessary evil. Reasonable value for the price. Constantly evolving so this makes a up a bit for the price

Easy dispatch board and love how the records can be pinned

Pros

This is a very self explanatory program. Anyone off the street with a few minutes to view the videos can use it

Cons

I do not like the fact the version for the phone in the play store is JUST for technicians they need one for the office staff who has to have days on the go !!!

Caveat Emptor

Some of the issues we faced during our deployment and Go Live; Inability to deal with standard Quickbooks naming convention (Lastname, Firstname) A fix for this issue that generated a large number of duplicate records in QuickBooks. The final fix required all customer records in Quickbooks and ServiceTitan to be changed, manually. All customer locations being mislabel During import into Quickbooks customer name and location information fields merged rendering Google Maps unusable. Pricebook, item, and invoices would not allow for mutli-decimal pricing, rendering item prices incorrect, and all A&R reports inaccurate Constant changes to the UI, even during business hours. Integrated billing software turned on but never configured. Charged for submitting wrong type a check for processing. Check types only specified in test environment until next release. Too many undocumented features that need to be turned on by success manager.

Pros

World class technical support, one of the best I have ever worked with, they obviously know the product, and when they need to follow up, they have some of the best time to answer rates I have seen.
Joshua Jenswold keep up the great work.

Cons

Expensive
Inability to import data accurately
Generates more work than it alleviates.
Product features are numerous, but shortcomings in execution show a lack of maturity from a development and management standpoint.

ServiceTitan

Pros

We never made it past the setup phase with Service Titan. There are many people happy with the functionality of the product. My concern is more to do with pricing and customer service.

Cons

The reporting functionality needs improvement. It would be great if Service Titan had a custom report generator so you could pull the information you are looking for on the fly.

We're in the midst of the implementation process and we couldn't be happier so far!

It's going to make every aspect of our business run more smoothly!

Pros

The implementation team has been FANTASTIC in making sure all our bases are covered before we switch over in January.

Cons

As with any software transition, there is a lot of work involved to do it right, but that is not a reflection on the software, just the nature of the process!

ServiceTitan- GREAT for service company

Pros

-Easy to learn
-CSM team is amazing
-Makes a different in business almost overnight
-Shows everything happening in the business

Cons

I really like this product. MY only con is that sometimes support takes a while to respond on the chat, but I am sure they are busy and they always respond. If I get busy, they send me an email.

Buyers Remorse

I never used the product due to pricing and setup issues.

Pros

We never made it past the setup phase with Service Titan. There are many people happy with the functionality of the product. My concern is more to do with pricing and customer service.

Cons

I signed up with Service Titan mainly because of a need to streamline our equipment proposal process. We needed something that would allow us to do our proposals in real time and spread the workflow across our small team. We never made it past the setup phase so I can't honestly answer how well that part of their system works. My issue with Service Titan is the price they were charging me, along with the setup up fee. First of all, they were charging me for a setup that was supposed to be minimal on our end and easy to do (EVEN IN YOUR BUSY SEASON). In my opinion the setup is NOT easy to do even in your slow season and I felt frustrated by that. The monthly price started to bother me as I discovered there are other highly rated programs that offer a strong proposal system as well and for a much lower monthly cost. Then I read in an article from ACHRNEWS.COM how one of GreenSky Financials investors had this to say about contractors... "Contractors are inherently lazy," Sheft says. "Getting them to use the product is the big hurdle." Thus, they're also sticky: "Once a contractor is using our product, unless you really give them a reason, they're not going to leave." I guess you all can imagine the outcome here as well... Service Titan never contacted me and kept the setup fee even though we never actually setup the product. Their product is 3 to 4 times higher than some of the other companies on here that are also highly rated. Save your money and go elsewhere!

Very up to date.

My technicians are able to be part of the office party.

Pros

This software is taking the techy age to another level. This is San Fran technology mixed with So Cal logic.

Cons

They are constantly stepping on their own tail. Moving up release dates, adding way too many new features at a time.

Service Titan has changed the way we do business! Very easy to use and integrate into.

Easy way to track technician, department and company goals and progress. Mobile tablets in the field have given a professional and modern way to present options and collect payment for work completed.

Pros

Service Titan is constantly improving and updating features. If there is a problem they are fast to respond and get the issue resolved. The stay in touch through pop-ups and email reminders of what is changing. You can easily track the progress of each technician.

Cons

The reporting functionality needs improvement. It would be great if Service Titan had a custom report generator so you could pull the information you are looking for on the fly.

Service Manager

Pros

Schedule the engineers, maintain a database of services and be able to sign the reports, purchase orders, base date an report spare parts and other things.

Cons

I was told that we we need to revise our business model. WHAT?!

Stay away if you are a person who values customer service and being treated with respect. After all you pay their wages.

Pros

Lots of features. Some Useless, some not. I can see how the features would work for other companies but for us we ended up turning off a good amount of them as they added a lot of unnecessary steps. They do have good invoicing and job scheduling.

Cons

The reason I even decided to write this review (I never write reviews) is because we had subscribed to the Service Titan software and had a pretty good time using it. It seemed to really help us. We got on board with them about a year after they started up. So they were able to work out some bugs in their software and make it at least sustainable. However, they started to do update after update after update. With these updates we got thrown into their "beta testing" without even getting our consent first. We were doing something one way and then they would introduce a new "feature" and it would completely derail our entire process and we would have to start from square one. This happened repeatedly. My second issue with this company is that the designate each company that subscribes to their service what they call a "Success Manager". Which is cool and all but when the success manager knows less about their own software then you do, that's a problem to me. On top of that, the Success Managers we were assigned were rude. The first one was so rude that I requested another because I thought that every time I would talk to this person I would lose my freaking temper and say things that shouldn't be said. So now we get a second Success Manager, which we thought was going to make everything better. Nope. We get this new Success Manager and I mention to her that we have been having an issue with our payroll being reported correctly through Service Titan and we had to do our payroll calculations through an outside software, which wasn't a big deal, it was just an extra step we were trying to avoid. After emailing back and forth and being on phone calls multiple times trying to figure out something that is incredibly simple but they couldn't seem to get their software to do the math, I receive one final phone call. The Success Manager states that she has the answer and all of our payroll problems were solved. Definitely not. She brought us down the completely wrong path and when I told her that isn't what we were trying to do we wanted it done a different way, if possible, her response is, "Well typically companies don't operate their business that way so maybe you should consider restructuring your business model." WHAT?!?! are you kidding me? We have been in business for 60 years and you are going to tell me that because YOU can't figure something out, something that is beyond simple math wise you just have to tell the software to do it for us, that we have to reevaluate our entire business model??? The least she could have done is said something like, "I don't believe our software will do that but let me see what I can do." At least that would have shown some promise.

That is just the tip of the iceberg but after the multitude of issues we have had with them trying to figure out minor problems and being told, "too bad so sad", I had to write a review. I don't want anyone else to experience what we experienced. We are paying for their wages and they continuously seem like they are trying to get us to cancel. I may be difficult at times and I am completely aware of that, but for things like that to be said regardless of how difficult anyone may be is absolutely ridiculous.

The Absolute Best!

The best program out there for dispatching. It has absolutely everything one could need in order to run a service company, and they are adding more every day.

Pros

I like the way that the accounting side of this software is very intuitive and syncs perfectly with quickbooks.

Cons

Some of the customer service agents will know less about the program than you will.

Overall Review

I enjoy using this software program. It is easy to navigate and easy to train our technicians on how to use the software. We also have the app on our work phones for this software and it works efficiently and has given us the opportunity to track and measure our technicians schedules. This is very crucial to our business because we need to stay on top of dispatch, arrival, and completion of our jobs. I have always had great success in communicating with the support team when I have questions or concerns. They are easy to reach and always very helpful when I need answers to questions.

Pros

Easy to navigate

Cons

Color scheme for specific technicians would be helpful if I could assign a color to each technician for scheduling purposes.